Customer Service Manager

Lyudmila Zommer

**********@*****.***

Cell - 407-***-**** Home - 863-***-****

Experience

Tampa East RV Resort April 2014 – July 2014

Dover, FL

Office Coordinator

• Customer service to the guests: greeting, registration, guest issues & problem solving

• Coordinated office operations: filing, copying, billing, invoicing, reporting, monetary transactions, banking

Holiday Inn Hotel and Suites September 2008 – September 2012

Orlando, FL

MOD and Auditor

• Provided high quality customer service for guests and visitors

• Generated, reviewed and audited reports and data regarding income, charges, daily revenue, purchases, expenses, and trial balances

• Maintained responsibility for all front desk funds including Manager-on-duty bank

• Assumed general office functions such as correspondence, mailing, faxing and filings

Holiday Inn Express June 2006 – September 2008

Orlando, FL

Auditor

• Provided excellent customer service and addressed customer inquiries and issues

• Run and compiled daily auditing reports, detailed reviewed each report for accuracy

• Filed, updated, and analyzed accounts receivable ledger

Riu Orlando Hotel June 2001 – March 2006

Orlando, FL

Front Desk Manager Assistant June 2004 – March 2006

• Responsible for ensuring exceptional customer services provided to guests and visitors of the hotel

• Provided leadership and direction to Front Desk, Housekeeping, and Restaurant staff

• Oversaw daily operations including scheduling, training, and meetings

• Resolved escalated customer complaints and requests

• Processed customer claims for invoice payments

Front Desk Associate June 2001 – June 2004

• Responsible for ensuring exceptional customer services provided to guests of the hotel

• Validated data regarding daily revenue, purchases, and expenses

• Verified and corrected journal and ledger entries of account transactions such as cash, checks, credit cards payments as well as processed credit card deposits

Other Skills

• Ability to work independently as well as collaboratively as part of a team

• Ability to manage time and tasks effectively

• Proven ability to learn and to adapt rapidly

• Strong initiative and ownership

• Proficient in Microsoft Office programs and special hospitality software

Education and Certifications

Stratford Career Institute, Hospitality Management 2004

Washington, DC

Tyumen Oil and Gas Industry University, Russia, Degree in Geophysics 1975

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